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FreshBooks

Customer Support

• Go to great lengths to help customers find solutions! Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
• Execute Extraordinary Effortless Experiences Every day (5Es), so every customer leaves feeling valued and taken care of.
• Provide 5E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
• Phone support: 70% of schedule*
• Email and other channel support: 25% of schedule*
• Other duties: 5% of schedule*
(*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
• Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
• Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Support Specialist - (Remote, Nova Scotia, Canada)

• Go to great lengths to help customers find solutions. Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
• Execute Extraordinary Experiences Everyday (4E), so every customer leaves feeling valued and taken care of.
• Provide 4E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
• Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
• Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Support Specialist - (Remote, Canada)

• Go to great lengths to help customers find solutions. Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
• Execute Extraordinary Experiences Everyday (4E), so every customer leaves feeling valued and taken care of.
• Provide 4E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
  - Phone support: 70% of schedule
  - Email and other channel support: 25% of schedule
  - Other duties: 5% of schedule (*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
• Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
• Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Support Specialist - (Remote, Americas - PST/MST)

• Go to great lengths to help customers find solutions! Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
• Execute Extraordinary Effortless Experiences Everyday (5Es), so every customer leaves feeling valued and taken care of.
• Provide 5E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
	• Phone support: 70% of schedule*
	• Email and other channel support: 25% of schedule*
	• Other duties: 5% of schedule*
	(*Subject to variance due to seasonal load. Not inclusive of scheduled breaks).
• Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
• Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Support Specialist - (Remote, BC, Canada)

• Go to great lengths to help customers find solutions! Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues.
• Execute Extraordinary Effortless Experiences Every day (5Es), so every customer leaves feeling valued and taken care of.
• Provide 5E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues.
        - Phone support: 70% of schedule*
        - Email and other channel support: 25% of schedule*
        - Other duties: 5% of schedule*
        (*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
• Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
• Understand the main features of our application and keep up to date with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
• Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
• Work collaboratively with our third-party integration partners
• Maintain the integrity of Support’s best practices
• Meet and exceed performance and quality metrics as defined in the skills matrix
• Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform

Remote Jobs at FreshBooks

FreshBooks

Support Specialist - (Remote, Nova Scotia, Canada)

FreshBooks

Support Specialist - (Remote, Canada)

FreshBooks

Support Specialist - (Remote, Americas - PST/MST)

FreshBooks

Support Specialist - (Remote, BC, Canada)

FreshBooks

Support Specialist - (Remote, AB, Canada)

FreshBooks